Customer Service Representative - Tier 1

Job DetailsJob Location: 999 Corporate in Santa Fe Springs - Santa Fe Springs, CA 90670Position Type: Full TimeSalary Range: $17.00 - $19.00 HourlyJob Category: CorporateAs the department’s first responder, the Tier 1 Customer Service Agent is crucial for building and maintaining the company’s positive reputation. The role requires a high level of professionalism while assisting customers within our Zendesk ticketing system via phones, emails, text messages, and chat. Responsibilities also include, but are not limited to, processing customer returns, issuing refunds, handling claims, creating package replacements, supporting store associates, guiding customers through their shopping experience, troubleshooting technical issues, and triaging issues with other departments.

Essential Job Functions

Provide amazing (above and beyond) service across multiple channels simultaneously, including but not limited to phone calls, live chats, emails and text messages, while maintaining a high volume level of accuracy, professionalism and customer service.
Provides exceptional customer service leveraging strong problem solving and professional communication skills
Ensures all customer service assigned cases/activities are brought to resolution and properly communicated to the customer
Uses problem solving skills and works with internal resources to analyze requests/data and determine root causes of issues
Documents every customer service interaction in Shopify and Zendesk as appropriate for the interaction
Adheres to Customer Service procedures to handle escalation process for tier 2/3
Works as a team member and reports issues to management that are important to area/process improvement.
Uses appropriate judgment in upward communication regarding department or employee concerns.
Meets performance expectations (KPIs) by achieving or exceeding departmental goals and objectives such as quality and productivity measures (AHT, CSAT, etc…)
Continuously adhering to our Quality Assurance standards
Contributes to team effort to help achieve department objectives
Provide knowledgeable answers to questions about products, pricing and availability.
Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.

Job Qualifications/Requirements

Knowledge of Zendesk is a plus
Available during business hours, including evenings and weekends and holidays.
Be a creative problem solver
Comfortable working in a high stress fast changing environment
Polite, friendly attitude to deal pleasantly with customers and agents
Cheerful, engaged, and uplifting tone during customer interactions
Reliable in Attendance & Punctuality
Ability to work under deadlines
Strong multi-tasking skills
Type 45 WPM
Clear and articulate speaking voice
Command of the English language
Bilingual in Spanish a plus
Computer/Internet skills/Word/Excel
Mathematical skills

Organizational Skills

HS Diploma

Physical Demands: Sitting at a desk/computer all day. The environment is fast paced, and indoor temperature conditions apply.

WINDSOR EQUAL OPPORTUNITY EMPLOYERQualifications